Preferred Experience: Please ensure that the candidate has 2 to 3 years of prior experience working on government projects or within a government environment.

 

Position Summary: 

Responsible for supporting all technology hardware and software systems in our enterprise environment. Provide in-person and remote technical support to our customers. Assist in a wide variety of responsibilities including, but not limited to, asset tracking, detailed documentation, installation, configuration, remediation, and troubleshooting of IT resources. Provide top-tier service and support with clear and concise communication and follow-through.

 

Job Responsibilities:

• Installs and configures computer hardware, software, systems, mobile devices, printers, and scanners

• Assists in coordinating audiovisual setups and video conferencing support

  • Virtual Meeting Applications knowledge preferred (MS Teams, Zoom, GoTo, etc.)

  • Audiovisual Equipment knowledge preferred (Microsoft Teams Rooms certified equipment)

• Monitors and maintains computer systems using company-provided tools, like Active Directory and Microsoft

• Endpoint Configuration Manager (MECM).

• Identify and diagnose hardware, software, or network-related problems, and identify a plan to resolve, repair, or

• replace resources, as needed.

• Recommend strategies to increase efficiencies which may include implementing new practices, devices, and/or

• software.

• Proficiency in Office 365; MS Outlook, MS Excel, MS Word, MS Teams, and Windows 10/11

• Collaborate and assist with other areas of the IT department on projects and initiatives

• Onsite hours of operation are between 7:00 am and 6:00 pm, Monday through Friday

• Participate in after-hours (evening & weekend) on-call rotation

• Travel to remote locations to provide support, as needed

• Perform other duties as assigned

• Ability to lift 50 pounds

 

Required Skills:

• IT Enterprise experience is preferred

• High school diploma or equivalent; additional certifications or relevant education is a plus.

• Ability to learn new systems and software in a fast-paced environment.

• Strong problem-solving skills, critical and analytical thinking, and the ability to adapt to change.

• Ability to manage multiple priorities and work independently or as part of a team.

• Capacity to perform in high-pressure situations, with strong organizational and time-management skills.

 

General Characteristics

Responsible for Tier I software and hardware support. Diagnoses and resolves problems using documented procedures and checklists in the performance of most responsibilities. Enters call data into a tracking system. Escalates problems to higher level technical support professionals when necessary. Assists in the resolution of application, hardware and software problems.

 

Dimensions

Education:

Associate’s or Bachelor’s Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience.

 

Experience:

0 to 1 year of IT work experience in computer systems or support with demonstrated workingknowledge of basic hardware and software products and problem solving/troubleshooting skills.

 

Complexity:

Learner/entry level role. Provides Tier 1 support of low to medium complexity. Functions, somewhat independently, under general direction of more senior customer service representatives, supervisors or managers. Generally follows documented procedures and checklists.